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Added 13 mins ago
SC
Cartographer – ALTO project / Cadence
SYSTRA Canada
Montreal, QC
- Full-time
The successful candidate will lead the development and application of cartographic standards, oversee the review and quality control of map outputs, and produce clear, visually effective…
Added 13 mins ago
DC
Power BI & Power Platform Administrator
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Calgary, AB
- Contract
The Power BI and Power Platform Administrator owns the end-to-end administration, security, governance, and capacity management for Microsoft Power BI, while serving as the operational and…
Added 43 mins ago
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Software Developer Intern - Server (May 2027 - 12 Months)
SOTI
Mississauga, ON
- Full-time
…companies in Canada, and continues to build on the company’s early lead in the enterprise mobility…
Added 43 mins ago
TA
Senior Manager/ Associate Director - Leadership Hiring
Tiger Analytics Inc.
Remote, Canada
- Full-time
- Remote
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Added 43 mins ago
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Cartographer - ALTO project / Cadence
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Montreal, QC
- Full-time
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Added 58 mins ago
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Added 58 mins ago
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Added 58 mins ago
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- Full-time
Sell a differentiated, enterprise-ready AI platform with clear customer value.
Added 58 mins ago
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Lead AI Engineer
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- Full-time
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Added 1 hour ago
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Added 1 hour ago
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Toronto, ON
- Full-time
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Added 1 hour ago
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HR Specialist III
Robertson & Company Ltd.
Toronto, ON
- Contract
Develop and execute enterprise change management and adoption strategies
Added 1 hour ago
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- Full-time
…of digital. Be part of a winning team that leads the way in Enterprise Information…
Added 1 hour ago
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- Full-time
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Added 1 hour ago
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Tumour Portfolio Director, OBU Medical Affairs
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Mississauga, ON · Canada - Mississauga
- Full-time
Enterprise Change Leadership: Lead workstreams that drive improvements and change across broader medical and enterprise teams.
Added 1 hour ago
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Software Developer Intern - Android (May 2027 - 12 Months)
SOTI
Mississauga, ON
- Full-time
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Added 1 hour ago
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Sr. Software Developer in Test
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Toronto, ON
- $123,300 to $169,500 CAD / year
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Added 1 hour ago
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This role focuses on platform engineering, development governance, Azure DevOps, release management and system performance. You will lead improvements to platform reliability, oversee…
Added 2 hours ago
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Manager, Data Analytics and Reporting
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Mississauga, ON · Canada - Mississauga
- Full-time
…inspire life-changing medicines. In-person working gives us the platform to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week…
Added 2 hours ago
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Added 2 hours ago
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Added 2 hours ago
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RQ00762 – Systems Analyst – Senior
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Added 2 hours ago
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Human Resources Department - NRT Technology Corp.

Operator, Shift Lead - Customer Support Center

Toronto, ON, Canada

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Job details

Experience: 3+ years experience within a network operations center or technical support representative in a related industry
Posting language: English
Posted: Oct 13, 2026

Original job description

About NRT

At NRT, we build more than solutions: we build up each other.

NRT is a worldwide leader in future-ready FinTech and Information Technology designed to elevate and enhance the enterprise gaming industry. Our next-generation solutions encompass every aspect of the modern integrated resort, including secure payment systems, AML compliance and reporting tools, credit information and electronic marker services to intelligent and engaging table game platforms, dynamic financial and marketing kiosks, and our completely customizable digital gamification and mobile experiences. NRT has acquired JOINGO®, a revolutionary resort app engagement platform dedicated to unifying guest experiences, offering a seamless experience from booking to checkout through App Builder, which has more than 100 third-party integrations which are unmatched in the industry. Our strategic partnerships have resulted in the most convenient, reliable, and secure omni-channel payment ecosystem in the industry. Our collective solutions are used by casinos, race and sports operators, lotteries, banks, and retailers-- globally-- to dazzle their guests.

We’re dedicated to building a better future for all, including environmental initiatives designed to reduce our carbon footprint. Some of our actionable initiatives include utilizing green energy, digitizing our internal processes, and implementing our unique cashless solutions.

NRT believes in the value of connection and community. We believe that our diversity in skills and background make us a unique and formidable culture. Additionally, we believe in encouraging the growth of individual development, and recognize that our success depends on developing each other. We know that to be the innovative FinTech leader that we are, it’s all hands on deck. NRT knows that to stand firm, we need to stand together.

Our innovative products and success allow us to reward you with competitive salaries, paid time off, individual growth plans, community sharing, collaboration, Health Benefits (including medical, vision, dental, EAP, etc) and more. NRT has metrics designed to get you to where you want to be in your career, and we are your biggest advocate for professional development. We provide training, product knowledge demos, tiered-lever skill building, development workshops, teambuilding exercises, webinars, collaboration, and more. Joining NRT is more than a job: it’s an opportunity to grow and discover.

To learn more about who we are and what we do, visit our website at www.nrttech.com.

Operator, Shift Lead - Customer Support Center

About NRT
At NRT, we build more than solutions: we build up each other.

NRT believes in the value of connection and community. We believe that our diversity in skills and background makes us a unique and formidable culture. Additionally, we believe in encouraging the growth of individual development, and recognize that our success depends on developing each other. We know that to be the innovative FinTech leader that we are, it’s all hands-on deck. NRT knows that to stand firm, we need to stand together.

To learn more about who we are and what we do, visit our website at www.nrttech.com.

The Operator, Shift Lead - Customer Support Center acts as the primary operational lead during assigned shift and provides technical support for internal and external clients by diagnosing, troubleshooting, and resolving basic issues across hardware, software, networking, and business applications. This role requires strong customer service skills, the ability to work independently, and comfort operating in a fast paced, high volume support environment.

Core Competencies
• Problem-Solving
• Customer Service
• Communication
• Time Management
• Multi-tasking
• Leadership
• Delegation

Responsibilities
• Provide shift supervision and act as the lead escalation point, ensuring smooth operations and timely resolution of complex issues.
• Perform duties across both Tier 1 and Tier 2 support levels, adapting to operational needs and maintaining service continuity.
• Support IT operations by assisting with production system maintenance, corporate infrastructure tasks, and scheduled operational activities.
• Review outstanding hardware service calls, monitor progress, and raise escalations with vendors or internal teams when required.
• Coordinate daily tasks, shift handovers, and reporting activities, ensuring alignment with directives from the Manager of CSC and the SVP of IT.
• Assist in project execution by managing assigned tasks, tracking progress, and communicating updates to leadership.
• Collaborate with the Service Desk, IT, and InfoSec teams to create and manage user accounts across all relevant NRT systems.
• Escalate operational or technical concerns to the Manager of CSC when issues exceed defined thresholds or require leadership intervention.
• Maintain accurate documentation of shift activities, escalations, and system events to support transparency and operational consistency.
• Contribute to continuous improvement efforts by identifying workflow gaps, recommending enhancements, and supporting process refinement

Qualifications
• Bachelors degree or College diploma in Computer Science, Networking or related field
• 3+ years experience within a network operations center or technical support representative in a related industry
• Cisco Certified Network Associate (CCNA) Certification
• Completed Microsoft Certified: Windows Server Hybrid Administrator Associate
• Proven leadership abilities, including supervising team members and guiding Tier 1 and Tier 2 staff during shifts Proven ability to manage and resolve the most complex escalations originating from both Tier 1 and Tier 2 support teams.
• Strong root‑cause analysis skills with the ability to identify underlying issues and implement long‑term corrective actions.
• Experience coordinating incident management activities, including escalation handling, communication, and resolution tracking.
• Strong technical knowledge of infrastructure components such as servers, networks, storage, and security technologies.
• Skilled in documentation, reporting, and conducting post‑incident reviews to support continuous improvement.
• High level troubleshooting capabilities across systems, networks, applications, and integrated environments.
• Experience mentoring, coaching, and training junior team members to strengthen overall team capability.
• Previous experience collaborating across various departments such as IT, operations, and cross‑functional teams.
• Ability to remain calm under pressure and make sound decisions during high‑impact incidents.

This is an existing vacancy. The base salary range for this role listed is based on market indicators to determine compensation, and an offer will consider various factors including experience, qualifications, skills, and training. Our comprehensive and competitive benefits package includes medical, dental and vision insurance for employees and their family, paid time off, and a variety of other perks.

NRT is an equal opportunity employer and does not use AI within its hiring process in most cases. In a case where AI is utilized to assess a candidate during the process, an advanced notice will be provided. It is NRT’s policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job. NRT does not discriminate against applicants based on race, color, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law. NRT welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

NRT would like to thank all applicants for applying, but only those applicants best suited for the position will be contacted.

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More about this job

Responsibilities

The Shift Lead acts as the primary operational lead for the Customer Support Center, providing technical support and supervising shift activities. They are responsible for managing escalations, coordinating daily tasks, and ensuring the smooth operation of hardware, software, and network systems.

Requirements

Candidates must have a bachelor's degree or college diploma in a related field and at least 3 years of experience in a network operations or technical support role. Required certifications include CCNA and Microsoft Certified: Windows Server Hybrid Administrator Associate.

Skills

Problem-solving
Customer service
Communication
Time management
Multi-tasking
Leadership
Delegation
Technical support
Troubleshooting
Incident management
Root-cause analysis
Network operations
Infrastructure maintenance
Escalation handling
Mentoring
Coaching

Benefits

Medical insurance
Vision insurance
Dental insurance
Employee Assistance Program
Paid time off
Individual growth plans
Professional development training
Development workshops
Teambuilding exercises

Visa sponsorship

Not detected in the job text

Keywords

FinTech
Information Technology
Customer Support Center
Hardware
Software
Networking
AML compliance
Kiosks
Digital gamification
CCNA
Windows Server
Infrastructure
Security technologies
Incident management
Service Desk
InfoSec
Tier 1 support
Tier 2 support
Root-cause analysis
Technical support
Shift supervision
Enterprise gaming
Payment systems
System maintenance
Reporting

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